KitchenAid KBHS109SSS Architect Series II 30 In. Built-In Convection Microwave Oven - Stainless Steel

poorly made product and poor customer service

By Marian  Jul 27, 2012

Pros: looks nice

Cons: numerous repairs

I am writing to express my deep dissatisfaction with Whirlpool Factory Certified Care and customer service. In June of 2011, I called Kitchenaid customer service about a broken spring for my microwave oven door. They recommended a local certified Kit...chenaid appliance repair shop. $411.67 was spent on replacing ONE broken spring. Just 8 months later, in 4/2012, the spring broke again and cracked the glass on the door when it snapped. This time their customer care recommended their own new company "Factory Certified Care" for repairs. I was unhappy about the spring braking again so soon from the previous repair, and was guarenteed that their "own" Kitchenaid technicians who only deal with your products provide a stellar repair service. However, the repair took 2 long days, and the technicians used graphs, sketches to figure out how parts go together, without seeming to be the experts they promised to be. Nevertheless, after the replacement of many parts, another $463.63 was paid to them. Only 53 days later, 2 screws came falling out, unhinging the door. What kind of workmanship and quality of service renders screws falling out some short weeks after a service call? I called their customer service immediately relating this problem and found their representatives completely frustrating and unhelpful. I asked to speak to the supervisor twice, and they were equally unpleasant. They knew only to recite their 30 days labor guarentee policy. Even if the parts (screws/ brackets that was replaced) was under warranty, I am looking at spending at least anther $100 just to have someone put back 2 screws. Furthermore, given my experience, what faith do I have that the screws they put back or other parts that they replaced/ assembled recently won't be falling apart again just outside of the 30 days, rendering me to pay another $89 just for service call. I asked the supervisor why anyone in my situation would ever use your service again or purchase your products? They did not seem to care one way or another. There is absolutely NO business that will thrive or sustain without reliability and a positive reputation. I spent 2 frustrating hours speaking with your customer service representatives to find myself at a dead end. I wrote to their customer service about this excruciating experience and did not receive ANY replies. Read more Less